SLBL - Emp Handbook - 2019

Shangri-La hotel, Bengaluru

Companion Guide


Dear colleague,

It gives us immense delight in welcoming you to our warm and caring Shangri-La family.

This handbook aims to give you an overall picture and better understanding of working with Shangri-La hotel, Bengaluru.

While considerable thought has gone into developing this handbook, like any other handbook, it cannot cover every possible situation and therefore in case of any doubts please do not hesitate to refer to reach out to your immediate supervisor, department head or the human resources department for clarification. As we continue to grow as a company, there will be changes and these changes will be communicated to you when they happen. If at any point this handbook differs from the hotel's official communication, the latter should take precedence. The hotel reserves the right to make amendments as and when it deems necessary.

We sincerely hope that you will enjoy reading this handbook and that it will serve as a general guide of what this hotel has to offer you and what is expected from you in return.

Human Resources Department

Appendix I

To: Director of Human Resources Shangri – La hotel, Bengaluru

I,_____________________________________________________acknowledge receipt of the Shangri-La hotel, Bengaluru handbook and, having read it, accept all the conditions mentioned therein.




Employee No
















Page No


1 2 3 4 5 6 7 8 9

A Message from the General Manager

5 6 8

Shangri-La Hotels & Resorts – an Introduction Shangri-La Intl. Hotel Management Ltd. (SLIM) – Key People

Adarsh Hotels & Realty Pvt. Ltd.

10 11 12 13 15 16 17 23 24 25 29 32 34 38 41 43 45 49 53

Adarsh Hotels & Realty Pvt. Ltd. – Key People Know your people at Shangri-La hotel, Bengaluru

Know your brand – Core Values, Philosophy-Vision-Mission

Our Guiding Principles Universal Core Practices


Know Your Product – Shangri-La hotel, Bengaluru


11 12 13 14 15 16 17 18 19 20 21 22

Employee Classification

Level Hierarchy

Terms of Employment

Leave Entitlement

Compensation and Benefits

Colleague Facilities


Your Responsibilities at Shangri-La hotel, Bengaluru


Health & Safety

Grooming Standards

Shangri-La Social Media Guidelines Employee Discipline & Irregularities


22 23

Guest Delight Program

74 75

Employee Communication Channels



Sustainability – Our Corporate Social Responsibility



25 26 27 28 29 30

Engineering & Landscaping

84 87 93 98 99

Rooms Division

F&B Service

Sales & Marketing

CHI, The Spa and Health Club

Safety & Security




A Message from the General Manager

Dear Colleagues,


It gives me immense pleasure to welcome you to our Shangri-La family. I believe today marks the beginning of a long, rewarding and enriching relationship with the Shangri-La Hotel, Bengaluru and a long association with the Shangri-la Group. I trust the information contained in our Employee Handbook will be of great use to you. It has been designed as a tool to introduce you to our culture. Moreover, to give you guidance on how we may all work together to maintain a harmonious work environment conducive to a productive and fruitful place. Please read your handbook carefully. Use it as a guide to what we have to offer and also as a reference to what is expected of you in return. Like any community, we need to live by guidelines to ensure that the needs of a diverse group of people are catered to and that our workplace is managed properly and is safe and secure. You will soon learn about our Mission, Vision, Our Manifesto, Core Values, Guiding Principles, Shangri-La Experiences and our Core Practices. All of these will lead you to a deeper understanding of our unique Shangri-La culture. A culture built upon the traditional Asian family values of; humility, courtesy, respect, helpfulness, sincerity and selflessness. As we travel this road together, we would like to learn from your past experiences and also to build on them. Your ideas and contributions along the way will be of great value to us. Communication channels are open through different formats such as; in-house speak up programs, various dialogues, forums and meetings or via direct contact with your department. I request you to voice your ideas or opinions as the continual flow of ideas is the cornerstone of a transparent, innovative and happy environment.

Once again, welcome to our Shangri-La Family and I wish you a long, happy and successful association with us.

Rakesh Sethi Resident Manager


Shangri-La Group – an Introduction

Hong Kong-based Shangri-La Group is Asia Pacific's leading luxury hotel group and regarded as one of the world’s finest hotel ownership and management companies.

It is part of the parent company - The Kuok Group, which began its business as Kuok Brothers Limited in 1949 in Johor Bahru, Malaysia; trading in rice, sugar and wheat flour. The Shangri-La Hotels & Resorts group was founded by Mr. Robert Kuok.

The name Shangri-La was inspired by James Hilton’s legendary novel “Lost Horizon”. Today, Shangri-La stands as a synonym for paradise. Even though mythical in origin, the name perfectly encapsulates the genuine serenity and service for which Shangri-La Hotels and Resorts have come to be recognized with. Mr. Robert Kuok, Founder

Hong Kong-based Shangri-La Hotels and Resorts currently own and/or manage more than 103 hotels under the Shangri- La brand with a room inventory of over 42,000. Shangri-La hotels are five-star deluxe properties featuring extensive luxury facilities and services. Shangri-La hotels are located in Australia, Canada, Mainland China, Fiji, France, Hong Kong, India, Indonesia, Japan, Malaysia, Maldives, Mauritius, Myanmar, Philippines, Singapore, Sultanate of Oman, Taiwan,

Ms. Hui Kuok, Chairman

Thailand, Turkey, the United Arab Emirates and the United Kingdom. The group has substantial developments in the pipeline with upcoming projects in mainland China, Cambodia, India, Myanmar, Philippines, Australia & Saudi Arabia.

Island Shangri-La, Hong Kong Flagship property

Shangri-La hotel, Singapore 1 st hotel of the group


Few iconic properties of Shangri-La

Shangri-La Bosphorus, Istanbul

Shangri-La hotel, Paris

Shangri-La at the Shard, London

Shangri-La’s Boracay Resort & Spa, Philippines

Shangri-La’s Barr Al Jissah resort & Spa, Sultanate of Oman


Shangri-La International Hotel Management Ltd. (SLIM) - Key People

Lim Beng Chee Chief Executive Officer

Ms. Hui Kuok Chairman

Oliver Bonke President & COO

Dennis Tan Chief Financial Officer

Robert Chong Chief Corporate & HR Officer

Yang Jian Cheng Chief Technology Officer

Tan Aik Peng CEO, F&B


MEIIO Hub – Organization Chart

John Northen Executive Vice President (MEIIO – Middle East, India & Indian Ocean)

Dirk-Jan Rijks Vice President Human Resources

Natalie Nasser Vice President Sales

Parikshit Sengupta Vice President Finance

Nicolas Hauvespre Vice President Marketing

Vasileios Oikonomopoulos AVP Food & Beverage


Adarsh Hotels & Realty Pvt. Ltd. The Adarsh group was established in 1988, by Mr. B M Jayeshankar with a sole objective of building high-end quality-centric properties in the realty space. At a time when real estate was rampant with quantity, not quality, they promised to be different. In addition to the stamp of quality, they are also synonymous with innovation. By offering a unique product to customers, they have accomplished a perfect blend of western concepts and Indian sensibilities so that the customers get the ‘best of both worlds’. Adarsh has been Bengaluru’s premier real estate developer for the past 25 years, with expertise in Residential, Commercial, Hospitality and SEZ developments. It received countrywide commendation for their fourth project, Adarsh Palace in the year 1991. The Adarsh group is currently also operating Hotel Adarsh Hamilton & Adarsh Palm Meadows Club. Over the years they have also upgraded themselves with cutting edge technology. One of the few builders who value quality so highly, they have actually created their own building materials. A fine example of backward integration to ensure quality is the concrete batching plants to cater to in-house concrete requirements and manufacturing units producing 12000 doorframes and doors annually. Adarsh manufactures these in order to adhere to stringent quality specifications.

Adarsh Palm Meadows


Adarsh Hotels & Realty Pvt. Ltd. – Key people

B M Jayeshankar CMD, Adarsh Group

B V Ravi Kumar Director - Projects

B M Karunesh Director

Nidhi B Jayashankar EAM - Hospitality

Nischay Jayeshankar Director

Rajiv Seth VP - Hospitality


Know your People at Shangri-La hotel, Bengaluru

VACANT General Manager

Rakesh Sethi Resident Manager

Director of Revenue Optimization

Director of Human Resources

Director of Sales & Marketing

Director of Finance

Director of Engineering

Director of Rooms

Director Of F&B

Executive Chef

Vivek Srinivasan

Saharsh Vadhera

Maqsood Jalikati

Gagandeep Singh

Navpreet Singh

Nand Lal Ahuja

Deepyayan Ghosh

Abhishek Kar


Know your Brand - Core Values, Philosophy-Vision-Mission


We must treat our guests with respect to build a lasting relationship.


Be humble towards our guest and colleagues.


It means politeness, good manners and being considerate.

HELPFULNESS: It means going that extra mile for the guest.


Sincerity is the centre of all the core values; We must have a genuine desire to serve our guests.


Putting the interest of others above oneself



Our Guiding Principles

GP#1 We will ensure that leadership drives for results.

GP#2 We will make guest loyalty a key driver of our business.

GP#3 We will enable decision making at guest contact point.

GP#4 We will be committed to the financial success of our own unit and of our company.

GP#5 We will create an environment where our colleagues may achieve their personal and career goals.

GP#6 We will demonstrate honesty, care and integrity in all our relationships.

GP#7 We will ensure our policies and processes are guest and colleague friendly.

GP#8 We will remain deeply committed to our social responsibility by making a positive contribution to our communities, environment, colleagues, guests and business partners.


Universal Core Practices

UCP#1 We will be well groomed and dressed, with clean, neat uniforms and nametags.

UCP#2 We will answer telephone calls within three rings in a courteous and pleasant manner. Telephone calls are not screened.

UCP#3 We will speak to guests and one another in an attentive, sincere, courteous and composed manner.

UCP#4 We will acknowledge guests and colleagues with eye contact and a smile using their names whenever necessary and possible.

UCP#5 We will be knowledgeable about hotel services and facilities to convey to guests.

UCP#6 We will carefully listen and take ownership of guest requests, replying in a helpful and sincere manner.

UCP#7 We will graciously escort guests where they want to go or use an open palm gesture when giving directions.

UCP#8 We will report, record, resolve all guest-related issues, take ownership and communicate them appropriately, in a timely manner.

UCP#9 We will ensure the safety , security and privacy of our guests and colleagues. We respect the confidentiality of guest names, room numbers, preferences and behaviors.

UCP#10 When in guest corridors , we will provide salutation and step back gracefully in order to allow guests to pass by.

UCP#11 We will respect the environment by ensuring our surroundings are always clean and safe.


Know your product – Shangri-La hotel, Bengaluru

Brilliantly located on the fringe between the central business district and the blue ribbon residential suburbs of Bengaluru, and surrounded by the Bangalore Palace, Military Memorial, and the central Cubbon Park. Shangri-La Hotel, Bengaluru is perfectly positioned to take in the charm and character of this historic city. The hotel stands at the heart of the city for both business and leisure travellers. The hotel is well connected to the Kempegowda International Airport and closely situated to the Government Ministries. Shangri-La Hotel, Bengaluru comprises a luxurious collection of 397 guestrooms and suites, including the most exclusive Horizon Club rooms located on level 15 to level 17, offering the discerning traveller a higher level of comfort, attention and personalised service. Stylish and spacious, all rooms are exquisitely appointed with contemporary furnishings providing spectacular views of the low-lying cityscape. Our suites epitomise the very best in luxury living, providing some of the most luxurious and spacious accommodations in Bengaluru. Shangri-La hotel, Bengaluru located in the central business districts blue ribbon address of Palace Road is the home for Bengaluru's Social Beat and the 1st choice for Business and Leisure Travelers and gateway to the wilds of Karnataka. Differentiating us from our competitors Shangri-La hotel, Bengaluru personifies the legendary service and cultural attributes of Indian & Asian Hospitality. The hotel boasts the largest luxury accommodation inventory and the greatest collection of specialty restaurants, bars and lifestyle facilities. The hotel's 397 deluxe guestrooms and suites will be among the most modern and spacious, and come with panoramic views across Bengaluru, averaging more than 42 square meters each. Thirty suites, including three specialty suites and one presidential suite, will also be among the city's finest. A wide array of guestroom features and services will include the signature Shangri- La bed, with patented body-contouring technology, as well as a chic, contemporary design and comprehensive range of business facilities. Rooms & Suites Hotel Positioning Statement:


Know your product – Shangri-La hotel, Bengaluru

Dining Shangri-La hotel, at Palace Road, Bengaluru will offer diners an array of authentic cuisines in some of the most spectacular settings in town. Guests will enjoy tasting time-honored dishes from the finest Indian restaurant in Bengaluru, and authentic Chinese meals from the city's largest team of Chinese culinary masters.

Dining options will include:


Positioning Statement

A theatre of delicacies from seven open culinary kitchens. B café showcases culinary and gastronomic creations orchestrated by a brigade of chefs from around the globe. An atmosphere of fun and laughter embraces friends and families whilst kids are bedazzled by a rainbow of lollies and sweets. With impressive architecture, an outdoor terrace and a vibrant, lively and engaging offering, b Cafe offers excellent all-round value for dining entertainment. Covers - 182 indoor & 46 outdoor terrace


Positioning Statement

Savour Old World Mediterranean cuisine at Caprese. Perched on the top of the hotel offering endless views of Bengaluru's cityscape. Caprese is a vibrant and entertaining venue catering to all gatherings and offers Bengaluru's most authentic range of Mediterranean treats; from an open tapas counter and mezze platters to homemade pastas and delectable main course offerings, all complemented by an extensive and amazingly well priced

Mediterranean wine-by-glass offer. Covers - 78 indoor and 16 outdoor


Know your product – Shangri-La hotel, Bengaluru


Positioning Statement Visible from the four corners of the city, Hype is an address for Bengaluru’s Fashionistas. Set on the roof of the hotel, with a split level deck offering uninterrupted views, Hype redefines the city’s iconic social scene as it teases your senses with specially engineered cocktails, the city's largest most amazingly priced international wine-by- glass list and eclectic global tapas crafted to evoke your senses and to spice up your night. Hype is alive with tailored music and on the weekends our resident DJ lifts your spirits offering a lively evening for your social gathering.

Covers - 130


Positioning Statement Coined as the business card of the hotel, the opulent Lobby Lounge is set in a raised setting, with floor to ceiling windows and a grand chandelier; it is the perfect place to meet, socialize and to be seen. Enjoy classical afternoon tea, set over live piano music. In the evenings, linger over old school cocktails and newly engineered creations. Our gracious Indian and Asian service touch make it the ideal venue for your afternoon and evening entertainment.

Covers – 60


Positioning Statement Shangri-La brings its very own signature Chinese restaurant Shang Palace to the culinary adventurers of Bengaluru's dining scene, promising to take you on an epicurean journey that evokes the art of traditional Chinese dining, as no one else in Bengaluru can do.


Know your product – Shangri-La hotel, Bengaluru With a modern and vibrant approach Shang Palace offers time honoured culinary experiences such as; dim sum, barbecue and Sichuan cuisine along with a host of traditional Chinese vegetarian dishes, prepared by the city's largest team of Chinese chefs. Flamboyant service in a vibrant atmosphere matched by Bengaluru's first truly authentic Chinese private dining room experience, or our signature Peking duck finished and carved at your table with a selection of the finest Chinese teas.

Covers – 110 total with 28 outdoor seating and 2 private dining rooms


Positioning Statement Nestled on the top of the hotel, Ssaffron delivers stunning views of Bengaluru's low-lying cityscape, providing tree top alfresco dining to Bengaluru's gentry.

Celebrate contemporary yet authentic Indian regional cuisine prepared with the freshest of ingredients by indigenous regional chefs, the service is unsurpassed with a team of Bengaluru's most experienced brigade delivering natural service with age old sophistication. The largest sky deck in the city teems with life colour and spice. Covers - 78 indoor and 74 outdoor


Positioning Statement

Yataii celebrates Japanese culinary excellence that is authentic with a contemporary twist. Specialising in teppanyaki, sushi and sashimi along with customized bento box offerings, the vibrant atmosphere and energetic service style compliments the open bar and food counters. Yataii offers Bengaluru’s cosmopolitan crowd a spectacular sky-dining experience in an elegant

setting with outstanding value for money.

Covers - 77 indoor and 29 outdoor terrace, teppanyaki station and bar


Know your product – Shangri-La hotel, Bengaluru


Positioning Statement Luxurious and yet down to earth, CHI, The Spa, the first CHI Spa in India delivers personal peace and well-being through authentic treatments that use time honoured methods shared by many Asian cultures. The only spa for the Sanguine and the Sparties offers a wide range of caring treatments based on authentic Asian & ancient Indian wellness traditions. Our unique and caring signature range of 'Chi or Qi' treatments also offer something a great deal rarer, our special kind of care delivered straight from the heart . Positioning Statement The Health Club, at Shangri-La Hotel, Bengaluru offers an active Bangalorean, world class fitness and relaxation facility offering high-tech “Technogym” equipment, resting rooms, jacuzzis, steam rooms and saunas, with an outdoor pool, and an activities room. Supported by a team of gymnasium, spa and health specialists, the Health Club offers a 'on top of Bengaluru' activity room. The Health Club is supported by our world-class CHI, The Spa with spa and massage treatment rooms all coupled with something rare, which is our Indian and Asian service from the heart. 9. Our state of the art conference and meeting facilities combine a unique blend of natural and instinctive service, the latest meeting technology, dedicated meeting concierge's and a global team of chefs designing customised menus and experiences to deliver a seamless event with style, elegance and attention to detail which is unmatched in the city. Spread over two well connected floors and with over 2000 sq m's of meeting space, our flexible function rooms, day lit junior ballroom, executive boardroom and a day lit pre-function area deliver solutions for all your setup needs and layout expectations. 10.Banquets Social & Corporate Events Positioning Statement



Employee Classification

1. A ‘Permanent’ employee means an employee who has been engaged in a permanent vacancy or whose appointment has been confirmed in writing by the Management or any other officer who is authorized on behalf of the Management and who has been given a letter of confirmation and includes the colleagues who have completed the prescribed or extended period of probation satisfactorily. 2. A ‘Probationer’ means an employee whose services are engaged for a fixed period on trial basis in order to test his or her skills, integrity, hard work, behavior and job knowledge so as to fill a permanent vacancy which shall ordinarily, be up to last date of the month in which the employee completes six months service. 3. An ‘Apprentice’ means a person who is undergoing apprenticeship or learning in designated section of the hotel under The Apprentices Act, 1961. On completion of the apprenticeship he or she may be absorbed or discharged at the discretion of the Management. An apprentice shall have no right to claim employment in the hotel. 4. A ‘Trainee’ means a learner who shall be paid a training allowance or stipend during the period of training and will have no claim for permanent placement with the hotel on completion of training. The period of training and/ or any extension of the period of training shall totally be at the discretion of the management.

5. A ‘Casual’ employee is an employee whose employment is of a casual or an occasional nature.

6. A ‘Contractual’ individual may be employed for a specific period/s and in such cases the employment automatically ceases on the completion of the period mentioned in the order and such employment or termination will not amount to retrenchment, as such employment would be treated to be one under Section 2(oo) (bb) of The Industrial Disputes Act, 1947.


Level Hierarchy

Service Executive Level 1

All Division Heads (Ex Com)

Senior Service Manager Level 2

All Department Heads

All Managers and Asst. Managers

Service Manager Level 3

Service Leader Level 4

All Team Leaders

Service Associate Level 5

All Associates


Terms of Employment

1. Employment For colleagues with previous work experience, employment with the hotel is subject to obtaining an experience certificate from your previous employer. All new joiners have to furnish copies of their educational certificates, degrees or diplomas, pan card, residence proof, last drawn pay slip copy and four passport size photographs on the day of joining.

A person is deemed to have joined the hotel from his/her first day of work.

2. Letter of Appointment Every new hire is issued a comprehensive letter of appointment. This ensures that you have a clear understanding of the terms and conditions of your employment including the details of your pay and the associated benefits. This letter of appointment is a formal contract of employment with the hotel and it is a vital document. 3. Probation Your probation period starts from the date of appointment and your confirmation is based on satisfactory completion of the probation period. Till such confirmation in writing, your services will be deemed to be on probation. During the probation period either party shall have the right to terminate the contract as stipulated in the letter of appointment. 4. Termination of Service a) Either party may terminate the contract of service, by providing the number of months’ notice as stipulated in his/her letter of appointment or by surrendering the equivalent number of month’s salary (monthly gross salary) in lieu of the notice, subject to the approval of the management. You cannot avail leave during notice period and you will be required to fulfill all professional duties for the entire duration of the stipulated notice period. It is the discretion of the management to withhold its acceptance if you are under suspension or if disciplinary proceedings are contemplated or pending.


Terms of Employment

b) If at any time in the management’s opinion, (which shall be final in this matter) you are found guilty of dishonesty, disobedience, in-subordination, disorderly behavior, negligence or indiscipline or any other conduct considered by the management to be detrimental to its interest, or of violation or one or more terms of the appointment letter or fail to comply with the directions / orders issued by the management from time to time, your services shall be liable to be terminated without notice and without making any payment in lieu of notice. c) On termination of your services, whether under clause (a) or (b), you shall hand over charge to the person authorized by the management in this regard and shall also promptly return to the management not limited to - files, folders, floppies, CD’s, materials, documents and relevant papers whatsoever relating to the business of the hotel, which is in your possession or under your control. You shall not join any other service/ job until the handing over of the charge is complete. You are required to swipe “Time In” and “Time Out” in the attendance recording finger scanners at the time office according to your duty roster and report promptly to your work place in full uniform and well groomed prior to the commencement of your shift or working hours. Employees with irregular attendance will be subject to disciplinary action. Do not leave until your shift ends and your reliever has arrived. If you are unable to report to work you are required to inform your department head 2 hours in advance so that alternative arrangements can be made. If you have to leave the hotel premises (in case of emergency), you must liaise with your department head and also inform the human resources department. Work schedules, including off days, will be determined by your department head and will be maintained in the form of a roster. 6. Duty Rosters Your normal working hours will be 48 (forty eight) hours per week. You will be entitled to 6 days off per month. However, the responsibilities of your position require from time to time that additional levels of commitment are accepted by you, and in such event it is understood that neither overtime nor time off in lieu thereof will be given to you. You may be put on break shift depending on work exigencies. You shall not change your shift with your colleagues without the prior approval of your concerned manager / service leader. 5. Attendance


Terms of Employment

7. Performance Management Periodic performance evaluations/discussions are wonderful opportunity for you to have formal, quality time with your manager to discuss your strengths, to receive guidance on areas of improvement and plan your career. You will be appraised prior to completion of your probation period. In addition, an annual performance review will be conducted by your departmental head to evaluate your performance. You will be advised about the date, time and venue. 8. Deployment of Colleagues The management reserves the right to deploy you from one department to another as and when the need arises. You may also be transferred to another department, position or place either temporarily or permanently to any hotel within the group. 9. Grievance Procedure It is an accepted norm that from time to time in any organization, misunderstandings and differences of opinion does occur. If that happens following are the step by step guidelines for having the same addressed or resolved. Step # 1: Your immediate supervisor is the first person you should approach to resolve them.

Step # 2: If the problem still persists then you should approach your department head.

Step # 3: If the problem yet remains unresolved and you are still dissatisfied with the outcome at the second stage, the department head should approach the human resources department to discuss the matter further. All grievances should be listened to in an attentive and courteous manner and the matters discussed must be dealt with strictest confidence. If deemed necessary by the colleague, the problem may be discussed directly with the General Manager or the Director of Human Resources.


Terms of Employment

10.Sexual Harassment Redressal At Shangri-La hotel, Bengaluru we have zero tolerance for sexual harassment. We value every single colleague working at Shangri-La hotel, Bengaluru and wish to protect their dignity. In doing so, we are determined to promote a working environment in which persons of both sex complement each other as equals in an environment that encourages maximum productivity. Behavior has been defined as inappropriate whether physical, verbal, graphical, emotional or through gestures that offend intentionally or not, the dignity and morality of a person to which the behavior is directed by fellow colleagues, supervisors, customers and suppliers will be considered as sexual harassment and invite serious disciplinary action. Please refer to the pertaining policy for more details. 11.Retirement Age The retirement age for you from services shall be 60 years. However, on account of physical or mental infirmity, complete inability to work, your services may be discontinued earlier on the recommendation of the hotel Doctor / Management. Re-employment after such discontinuation shall be at the sole discretion of the Management.


Note: SLBL reserves the right to change the policy at any time

Leave Entitlements Leave will be calculated on a calendar year basis i.e., January to December.

1. Casual Leave / Sick Leave: Entitlement: 12 days a year i.e., 01 day per month

You will avail casual leave for your personal exigencies however you will need to intimate your immediate supervisor / department head at least 3 days in advance. Casual leave can be taken not more than 2 consecutive days at a time and also subject to sufficient leave balance to your credit.

Casual leave cannot be combined with Privilege leave and casual / sick Leave cannot be encashed and they lapse at the end of the calendar year.

Procedure for availing Sick Leave: If you are sick and not able to come to work, please inform your immediate supervisor or department head at least 2 hours before the start of your shift. In the event of you being sick for more than 3 days, you shall produce the medical certificate from a certified medical practitioner on your day of resuming duties. It will be at the discretion of Human Resources to ask you to get the medical certificate vetted by the in-house doctor.

2. Privilege (Annual) Leave: Entitlement: 22 days a year

You will intimate your immediate supervisor / department head at least 20 days in advance for availing privilege leave. If you wish to take privilege leaves in mid of the year you can avail the same provided you have sufficient leave balance in your leave account and on prior approval of your department head. In that case, the privilege leave shall be calculated on a pro-rated basis. It is your responsibility to ensure that you take your privilege leave and do not accumulate leave more than the stipulated days. Privilege leave should not be accumulated for more than 45 days. In the event your privilege leave balance reaches 45, the monthly credit of 1.8 days per month will not take place and your privilege leave balance shall remain at 45 days only.


Leave Entitlements 3. National Holidays & Optional Festival Holidays: Entitlement: National holidays 3 days a year, State holidays 2 days a year and Optional / Festival holidays 7 days in a year. Optional / Festival holidays are not en-cashed and they lapse at the end of the calendar year. List of Optional/Festival holidays will be declared and announced by the human resources department in the last week of the current year. Colleagues working on a National holiday will be entitled for 1 day compensatory off which has to be cleared within 30 days from the day of the national holiday entitled.

Following are the National Holidays: Republic Day – 26 th January Labour Day / May Day – 1 st May Independence Day – 15 th August Gandhi Jayanti – 2 nd October Kannada Rajyotsava – 1 st November

4. Maternity Leave: ANY female colleague on the payroll of Shangri-La who has put in at least 80 days of service in the twelve months immediately preceding the date of her expected delivery shall be entitled to maternity benefits as per section 5 of the Maternity Benefit Act, 1961.

A maximum of 26 weeks leave will be granted; i.e. 12 weeks before the delivery and the remaining 14 weeks after the delivery.

Also in the unfortunate event of a female colleague suffering from illness arising out of pregnancy, delivery or premature birth of the child she would be entitled to a maximum of 90 days of un-paid leave.

Maternity Benefit is only applicable up to 2 children as per the maternity benefit act of 1961.

5. Compassion Leave:

This leave can only be claimed in the event of death of an immediate relative of an employee: eg. Parents, spouse, children, brother/sister or parents in law.

Employee may be granted up to 5 days of paid leave in such cases.


Leave Guidelines

6. Do’s and Don’ts for availing leaves: a) Casual leaves cannot be clubbed with Privilege Leave except with weekly off and optional / festival holidays. However the number of days clubbed should not be more than 3 days. b) Compensatory offs cannot be accumulated for more than 2 days and should be availed within 30 days from the day of entitlement, otherwise it shall lapse.

c) If your leave balance is exhausted, any leaves taken by you over and above will be treated as Leave without Pay (LWP).

d) Leaves will be credited to your leave account on a month to month and on a pro-rata basis, provided your joining date with the company is on or before 15 th of the month.

e) No additional leave will be granted in case of any National holiday falling on a Sunday or on your weekly off.

f) Death certificate to be produced along with the leave card; in case of compassion leave being availed by an employee.

g) Casual leave and sick leave cannot be combined with compassion leave.

h) If an employee is required to work on a public / festive holiday, they can avail the day off in lieu of the public / festival holiday worked within 30 days from the entitlement, otherwise the off in lieu will lapse.

i) Unutilized festive holiday cannot be carried forward to next calendar year.


Compensation and Benefits

1. Payment of wages and salary disbursement Human resources department will facilitate the opening of your bank account in which your monthly salary will be deposited directly. For part-of-a-month employment, calculation will be pro-rated on the number of days worked in that particular calendar month. You will receive a pay slip indicating details of your salary and deductions. In order to avail income tax exemptions and to enable timely tax deducted at source (TDS), you are required to submit the declaration of savings planned by you during current financial year by the 10 th of April of the next year. 2. House Rent Allowance (HRA) You are entitled to HRA and the same will be tax exempted on the submission of rent agreement together with the rent receipts. All rent receipts along with the agreement should be submitted to finance by 15 th February for the ongoing fiscal year. 3. Employee State Insurance Corporation (ESIC) All colleagues covered under the ESIC scheme have to contribute 0.75% or such other percentage of gross salary as may be stipulated by the ESIC every month, being employee’s contribution towards ESI coverage. This amount will be deducted from their monthly salary. The employer / hotel is also going to contribute 3.25% of your monthly gross salary towards your account with the ESIC every month.


Compensation and Benefits The benefits include:  Free medical treatment for the insured colleague and his or her dependents at ESIC Clinics and Hospitals.  Free medicines from ESIC pharmacies.  Sickness benefit is applicable when an employee is sick for more than 48 hours.  Disablement benefit.  Accident benefit can be claimed only in case an employee meets with an accident whilst on duty.  Dependent benefit in case of death of the insured colleague.  Funeral expenses up to Rs 2000/- in case of death of the insured colleague. For availing of these above mentioned benefits with the ESIC you are supposed to carry the ESIC membership card which will be provided to you if applicable by the Human Resources. For more details on the administration of the ESIC scheme and the facilities under the ESIC if applicable please do visit 4. Provident Fund Provisions of “The Employees’ Provident Fund and Miscellaneous Provisions Act”, 1952 covers all the colleagues. Employee and employer contribution shall be deposited on a monthly basis in your provident fund account. 5. Medi-claim Insurance Under this policy, the Insurance Company will reimburse all hospitalization expenses incurred by you, your spouse and up to two dependent children up to the age of 21 years as per the insurance policy. The details of the policy are available with the human resources department. 6. Personal Accident Insurance You will be covered under Group Personal Accident Insurance policy. Under this policy, you are insured against partial or permanent disablement as well as death due to accident. The sum insured under this policy is as per the designated level of the employee. 7. End of Service Benefits Any employee who has completed five years or more of continuous service shall be entitled to end-of-service gratuity at the end of his/her service in accordance with the Payment of Gratuity Act, 1972 as may be amended from time to time.


Colleague Facilities 1. Uniform and Name Badge

The hotel will provide you with a uniform, shoes and name badge which you must treat with care. Uniform, shoes and name badge must only be used on duty and will always be left in the lockers before leaving after your duty. The loss of your name badge must be reported to human resources immediately. In this event you will be charged accordingly, however, in case of an old or damaged name badge, it will be replaced free of cost. Uniform exchange is to be done on a strictly soiled one to a new one basis. In the event of termination / resignation / retirement from services of the Company, uniforms, shoes and name badge must be duly returned without which the full and final settlement process will not be completed. 2. Identity Card As an employee of Shangri-La hotel, Bengaluru, you will be issued an identity card and you are required to carry with you while on duty. The Identity Card must be returned to the human resources department upon cessation of services. Any loss of identity card must be reported to the human resources department immediately. In such an event, all cost pertaining to obtaining a new identity card will be borne by the colleague. The security department has the authority to check your identification at any given point in time whilst on the premises. You must be ready to present your identity card to the security personnel on duty at the employee entrance upon entering and while leaving the hotel premises. 3. Lockers You will be provided with a locker in which you can store your uniforms and personal belongings. It is your responsibility to keep your locker clean and tidy. In the event of a forgotten or lost key, contact human resources to arrange for the necessary replacement. Colleagues are not allowed to duplicate keys. If the key is lost, then you will be charged for it accordingly. The locker is to be kept locked at all times, as the management does not accept responsibility for the recovery of any personal valuables or property in case of loss or theft. You are not allowed to keep any items which are property of the hotel in your lockers, which if found in the surprise checks would invite strict disciplinary action. If you arrive at work without your Identity Card, you will need to seek permission from your Department Head to resume duty.

Smoking in the locker rooms is strictly prohibited.


Upon cessation of service, the locker is to be vacated and key is to be returned to the human resources department. If unreturned then the cost of the same will be recovered from your full and final settlement. Human resources and security may conduct surprise checks as and when deemed necessary. 4. Duty Meal and Timings You are entitled to the colleague restaurant meal during your shift timings. If you are asked to continue working beyond your scheduled shift timings, you will be entitled to an extra meal, provided the same is authorized by your supervisor on shift. You are not permitted to take any food, cutlery, chinaware or glassware out of the colleague restaurant. As it is our collective responsibility to keep the colleague restaurant clean and tidy at all times, you must comply with the rules established to maintain high standards.

The timings of the colleague restaurant are as follows:  Breakfast 06:30 am till 08:00 am  Morning tea 10.00 am till 10.30 am  Lunch 11:30 am till 02:30 pm  Afternoon tea 04.15 pm till 05.00 pm  Dinner 06:00 pm till 08:30 pm  Midnight Snacks 01:00 am till 02:30 am

The above meal timings are subject to alteration, in which case, the new schedule will be communicated to you in advance by the human resources.

5. Talk to me - Suggestion Box The management welcomes your ideas, suggestions and feedback pertaining to you and your work environment. Any suggestion which is implemented and leads to higher productivity, decreases costs or provides a better environment will be duly recognized.

Ideas / suggestions can be given for:  Own department  Hotel  The company

The human resources team will be delighted to receive your feedback about your job, facilities provided to you or anything that you may wish to share.


6. Notice Boards On all notice boards in heart of the house areas, you will find variety of information of interest and importance to you. Information like internal vacancies, birthdays, employment related information, upcoming events and monthly trainings are posted. 7. Hotel Transportation for Colleagues The Hotel will provide transportation to colleagues at specified timings and as per the transportation policy and schedule published by human resources department. All female colleagues leaving the hotel post 8.30 p.m. need to register for the night drop in case they will be availing the facility. Male colleagues are entitled to a drop in case they are leaving the premises post 12.30 a.m. Pick-up service is provided for female team members from hotel accommodation at 5.00 am and 5.30 am. 8. Employee Vehicle Parking Hotel basement will have limited 4 wheeler and two wheeler parking facility for hotel colleagues. Parking facility is restricted to Service Executive and Senior Service Managers in the car park area. 2 wheeler parking in designated area of the hotel is on first come first serve basis. 9. Long Service Awards At Shangri-La hotel, Bengaluru we celebrate service anniversaries for our colleagues. After having worked for 5 years or more you will receive anniversary service pins for 5, 10, 15, 20, 25 and 30 years. You will receive the service pin and an award at an annual presentation hosted by the General Manager. 10.Health Care A doctor’s room with a full time nurse is available on the premises for free consultation of our colleagues. The hotel doctor will be available for consultation on week days (Monday – Saturday) in the doctor’s room from 3 pm – 5pm. The hotel nurse will be available from 9 am to 6 pm (Monday - Saturday). 11.Accommodation & F&B Discount Shangri-La hotels and resorts provide attractive employee discount rate to you and your family (spouse and children) under the Staff Rate Program for accommodation with our other Shangri-La hotels and resorts worldwide. Bookings are subject to availability and must be booked online after obtaining leave approval from your department head. All colleagues are entitled to 50% discount on food & soft beverages at all outlets in the hotel (except hype). F&B patronization form to be approved by respective department head.



Your Responsibilities 1. Employee Entry and Exit All employees must exclusively use the employee entrance and exit only while reporting to work and going off duty. 2. Personal Records You are required to notify your senior service manager / service manager and human resources immediately of any change in home address, landline and mobile numbers or any other pertinent information within 48 hrs of such change supported with requisite documentation. 3. Employee on Premises - Off Duty You must leave the hotel premises within half an hour after completion of your shift duties. You are not allowed to enter the premises of the hotel on your weekly day off, unless you are called for duty. Use of the colleague restaurant is also prohibited when you are off shift. You are not allowed to enter in any part of hotel premises used by guest e.g. restaurants, function rooms, guest rooms and any other guest areas. However you will be allowed to enjoy the facilities offered by the hotel while off duty provided the following conditions are adhered to:  Written management permission has been sought prior to visit.  You will not make such a visit in hotel uniform.  You must maintain decorum and conduct yourself in an appropriate manner as per company rules. 4. Lost and Found Keeping any article or money, which does not belong to you, is a serious misconduct that may result in dismissal. All lost property, misplaced or forgotten articles found in the hotel premises, heart of the house or guest areas must be handed over immediately to housekeeping where it has to be registered.

5. Property Responsibility If you damage or lose any tools, equipment and other property belonging to the hotel, you will be required to pay for the damages or losses at replacement cost.


Your Responsibilities 6. Personal visits

Visits by relatives or friends are discouraged at any time except in case of an emergency. Visitors are not allowed into the hotel premises except with the prior consent from the Director of Human Resources, who will communicate the permission to security department. The visitor must produce the personal identification proof prior to entering the premises. You must obtain the permission from your department head before leaving your work to meet your visitors. 7. Personal Calls You are not allowed to use the hotel telephone for outgoing private calls except in case of an emergency after due permission has been obtained from the management. You should not take any personal calls while on duty. 8. Financial Transactions If your position involves transactions of cash, credit cards, cheques, foreign currency and guest accounts, you must comply with the relevant operating standards and policies. In your department, you will be adequately trained to use the correct procedures. In the event of any discrepancy, you will be held responsible and made accountable for the same. 9. Guest Areas & Facilities You are not allowed on guest floors or in any part of the hotel used by the guests at any time, except if your job requires doing so. If you are found in the guest room without any approval, you may be liable for disciplinary action. You will not use guest elevators / facilities unless specified duties require you to do so. 10.Personal Mails / Couriers The hotel address is not to be given for personal mails and couriers under any circumstances. Hotel address is to be used for only official correspondences. 11.Use of Keys Colleagues who are duly authorized by the management to handle keys would be allowed to get them issued from security after signing the key register.


Your Responsibilities 12.Confidentiality

Hotel documents are of a confidential nature and must not be released to unauthorized personnel or any third party, failure to comply will lead to disciplinary action. In case you come to know of the existence of any circumstances which may cause threat to the security of the hotel or guest property or breach of confidentiality of information, it must be immediately reported to the management for further action. 13.Fraternization In an effort to maintain the highest level of professional conduct, colleagues of Shangri-La hotel, Bengaluru are not permitted to mix with guests for pleasure or recreational purposes on hotel property without prior permission from their department head. 14.Speaking to the Media The General Manager or a person authorized by him are the only spokespeople for the hotel and can speak to the media. In case a media person confronts you with a query about the Hotel and its operations, you must refrain from giving any views / comments and the fact of a media person approaching you should be brought to the notice of the executive office immediately. 15.Photography Policy Out of respect for guest privacy and in the interest of safety and security, photography in the public areas is not permitted. You are advised to contact the security officer on duty or your immediate supervisor, should you notice any photography being carried out in guest areas. 16.Smoking Smoking is strictly prohibited within the hotel premises. However, you are permitted to smoke in the designated area only.


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